Guest Experience Specialist | Hotel Discounts & Benefits

Waterford Hotel Group; Hartford (CT); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

Paid Holidays

Birthday & Anniversary Time Off

401k Plan

Hotel Discounts

Shoes for Crews

Pet Insurance

Job summary

Waterford Hotel Group is seeking a Guest Service Agent to greet guests, manage check-ins/check-outs, and handle reservations while delivering exceptional customer service aligned with Marriott and Waterford standards. The role emphasizes attentiveness, accuracy, and seamless guest interactions in a busy hotel environment.

Responsibilities include coordinating with housekeeping and other departments, upselling rooms, and guiding guests on local attractions and services.

Qualifications

• Greet and welcome guests with a warm, professional demeanor.
• Perform check-in and check-out procedures efficiently, ensuring accuracy and adherence to hotel policies.
• Process reservations, modifications, and cancellations as needed.
• Provide guests with information about hotel services, amenities, local attractions, and dining recommendations.

Responsibilities

• Handle guest concerns and resolve issues promptly and professionally to ensure guest satisfaction.
• Pre-arrival planning for current day though upcoming week
• Review upcoming arrivals, special requests, package reservations
• Review upcoming groups, and special requirements for all.
• Monitor the mobile dashboard to send mobile keys prior to arrival time.
• Respond to guest needs on the guest experience platform within brand standards.

Job description

Waterford Hotel Group is seeking a Guest Service Agent to greet guests, manage check-ins/check-outs, and handle reservations while delivering exceptional customer service aligned with Marriott and Waterford standards. The role emphasizes attentiveness, accuracy, and seamless guest interactions in a busy hotel environment.

Responsibilities include coordinating with housekeeping and other departments, upselling rooms, and guiding guests on local attractions and services.